Technical Customer Support 1 in Longmont, CO at Intrado

Job Description

Intrado’s mission is to save lives and protect communities by helping them prepare for, respond to, and recover from critical events. Our cutting-edge, innovative SaaS company is at the forefront of transforming preparation for and response to 911 emergencies with next generation, data-driven software. At Intrado, we’re passionate about our mission, our customers, and our team members, and seize the opportunity every day to make an impact through #workworthdoing. 

Intrado is looking to hire a Technical Customer Support 1 to join our team in Longmont. 

Technical Customer Support 1 is the initial point of contact for customers seeking technical assistance or support. This role requires excellent communication skills, a customer-focused attitude, and a solid understanding of technical concepts. Technical Customer Support 1 professionals must be able to troubleshoot and resolve issues efficiently while maintaining a positive and professional demeanor.

Essential Duties:

• Provide first-level technical support to customers via phone, email, or chat
• Identify and diagnose technical issues reported by customers
• Assist customers in troubleshooting hardware, software, and network problems
• Guide customers through step-by-step solutions and provide accurate information on products or services
• Escalate complex issues to higher-level support teams or senior technicians as needed
• Document all customer interactions, including details of inquiries, comments, and actions taken
• Collaborate with other departments such as engineering or product development to resolve customer issues
• Stay updated on product knowledge and technical skills through ongoing training and self-study
• Maintain a high level of customer satisfaction by providing timely and effective support
• Contribute to the development and improvement of support processes and procedures

Education:

• High school diploma or GED required

Experience: 

• 2+ years customer service experience required in a helpdesk environment
• 1+ year experience with MS Azure/Intune/Entra, Outlook, and MS MFA Authentication
• 1-year experience in the 9-1-1 or public safety industry preferred
• Strong problem-solving skills and ability to think analytically
• Excellent communication skills, both verbal and written
• Ability to work independently and collaboratively in a fast-paced environment
• Strong customer service orientation and ability to empathize with customers’ concerns
• Basic knowledge of PC Hardware, current Windows operating systems, and UNIX/Linux preferred
• Basic knowledge of MS Excel, Word, and Outlook required
• Basic understanding of computer networking or telephony networking preferred
• Flexibility to work any shift in a 24x7 environment to include weekends and holidays, work shift would be assigned after initial training period
• Ability to work overtime, mandatory required overtime as necessary

Benefits & Compensation

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more! Apply today to join us in work worth doing!

The starting wage for this position is anticipated between $18/hour and $18.50/hour and will be commensurate with experience. This position may be eligible for premium pay depending on the scheduled hours.